CAJ | 학술논문

随着各种原因造成的饭店客房虚耗的增加，饭店实施客房超订成了一种必然选择，但超订会导致超售引发诸多矛盾。文章在总结饭店客房超订难点的基础上，提出从服务补救角度解决客房超售的有效性，通过建立饭店客房超售服务补救控制模型，从客房超售的前期工作、客房超售的服务补救过程控制和客房超售的风险控制三个方面，提出优化客房超售的措施和策略，为解决饭店客房超售困惑提供了一个新视角。
수착각충원인조성적반점객방허모적증가，반점실시객방초정성료일충필연선택，단초정회도치초수인발제다모순。문장재총결반점객방초정난점적기출상，제출종복무보구각도해결객방초수적유효성，통과건립반점객방초수복무보구공제모형，종객방초수적전기공작、객방초수적복무보구과정공제화객방초수적풍험공제삼개방면，제출우화객방초수적조시화책략，위해결반점객방초수곤혹제공료일개신시각。
With an increase of hotel rooms spoiling caused by a variety of reasons, the implementation of hotel rooms overbooking has become an inevitable option, although it will lead to oversale and cause many troubles. Based on the summarization of the difficulties of hotel room overbooking, this paper makes a point that the problem can be solved from the perspective of service recovery. Building up the hotel room oversale service recovery model, this paper put forwards the measure and strategies for optimizing hotel room oversale from the perspectives of preliminary works, room overbooking service recovery process control and risk control, so as to provide a new perspective to solve the confusion of hotel room oversale.